The Brazilian Association of Airlines (ABEAR), the Federal Public Ministry (MPF) and the National Consumer Secretariat (Senacon), of the Ministry of Justice and Public Security, signed, on Friday (20), a Term of Adjustment of Conduct (TAC) to guarantee consumer rights during the new coronavirus (Covid-19) pandemic. The document establishes rules for rescheduling, canceling and refunding airline tickets among all national companies.
The TAC establishes that the enger will be able to reschedule, at no cost, his domestic or international trip, only once, if he has acquired the air ticket until the date of signature of the document (20/03), for flights between March 1 and 30 June 2020, respecting the same origin and destination.
For trips made through flight sharing agreements, operated by companies that have frequent flyer and charter flight partnerships, engers may reschedule their trip for any date, within the validity period of the airline ticket, without rebooking fees or tariff difference.
Air tickets purchased for flights during the low season can be rescheduled, free of charge, for travel during the same season, but if the choice is for travel during the high season (July, December, January and holidays), there will be a charge for the fare difference . engers who purchased tickets for the high season will be able to reschedule them, free of charge, at any time, respecting the validity of the contract. It is possible to change destinations, with the possibility of charging an additional fee.
Cancellations
engers who purchased air tickets dated until the g of the TAC (20/03) will be able to cancel their domestic or international trip between March 1 and June 30, 2020, without additional costs. In this case, the amount paid will be maintained as a credit for a period of one year, starting from the date of the flight. The rebooking of the ticket may result in the charge of any amounts or fees, but without the incidence of fines or contractual fees. If the option is for reimbursement, the period will be up to 12 months, without monetary correction or fines, from the date of request.
The agreement signed between ABEAR, MPF and Senacon also establishes that delays or cancellations of flights resulting from the closure of borders will not result, on the part of the airline, in the provision of material assistance such as food, accommodation and transfers, as provided for in Resolution 400 of the National Civil Aviation Agency (ANAC). In this case, companies will help the Ministry of Foreign Affairs to locate and bring Brazilians abroad.
Commitment
All flight changes made on a scheduled basis by national airlines, such as schedules and itineraries, will be informed to engers within 24 hours. The companies also pledged to offer, free of charge, telephone or online service channels to answer questions and collect complaints, which must be answered within 45 days. In addition, all national companies are integrated with the Consumidor.gov, the mediation channel of the federal public istration. It is important to highlight that Brazilian commercial aviation was the first sector to fully adhere to the Consumidor.gov.
